TL;DR
Client Care Manager (Fintech): Managing B2B/B2C client interactions and process optimizations for an electronic money institution with an accent on high-tier service delivery and quality assurance. Focus on owning problem resolution, contributing to customer satisfaction initiatives, and improving team workflows in a growing fintech environment.
Location: Must be based in Vilnius, Lithuania (Hybrid: 3 days/week in-office)
Salary: €2,000–€2,200
Company
Guru Pay is a boutique Electronic Money Institution based in Lithuania, providing personalized payment services to B2B and B2C clients.
What you will do
- Support clients via email and phone, ensuring end-to-end resolution of issues.
- Drive customer loyalty initiatives by identifying and resolving complex support challenges.
- Collaborate with the Team Lead on quality assurance, CSAT feedback collection, and documentation.
- Contribute to team workflow improvements and participate in risk assessments.
- Handle diverse tasks in an evolving environment, matching high-level responsibilities with new fintech projects.
Requirements
- Proven experience in fintech client care.
- Fluency in both Lithuanian and English.
- Track record of achieving KPIs and SLAs.
- Ability to work from the Vilnius office in a hybrid model 3 days per week.
- Proactive thinker with high tolerance for ambiguity and a drive for change.
- Customer-centric mindset with strong communication and feedback-handling skills.
Culture & Benefits
- Hybrid work policy allowing flexibility between the Vilnius office and remote locations.
- 2nd pillar pension fund coverage.
- Annual birthday month day off.
- Professional learning budget for development.
- Regular team activities including workations and health challenges.
Hiring process
- 30-45 minute technical remote call with the Team Leader.
- 45-60 minute live interview with the Team Leader and Payments Team Leader.